---
title: 13 Things Customers Can Fix on Their Own Order
description: Thirteen things a customer can fix themselves on the Shopify thank you page: address, contact details, quantity, variant, added or removed items, cancellation, discounts, store credit, notes, invoices and support.
canonical: https://tacey.app/features
---
# 13 Things Customers Can Fix on Their Own Order

Thirteen ways to fix an order without opening a ticket, live on the thank you page. When a capability is off, or the order does not qualify, the customer sees the real reason instead of a dead button.

## The thirteen

1. **Edit shipping address** (ADDRESS & CONTACT): Wrong street, missing apartment number, whole address. Checked before it saves, not after the label prints.
2. **Edit contact information** (ADDRESS & CONTACT): A mistyped email means a missed delivery update. The customer fixes their email or phone, and Tacey confirms the receipt is moving too.
3. **Change a variant** (LINE ITEMS): Wrong size, wrong colour. The most common request after the address; the price difference settles either way before confirming.
4. **Increase the quantity** (LINE ITEMS): One more of something already in the order. Capped per line so a stray tap cannot multiply an order, and refused when stock will not cover it.
5. **Replace a product** (LINE ITEMS): A different product entirely, not just another size. The difference is shown and settled in whichever direction it falls.
6. **Add a product** (LINE ITEMS): Something forgotten, added to the order already placed, so it ships in the same parcel instead of a second delivery.
7. **Refund to store credit** (LINE ITEMS): When an item is removed, the merchant can offer store credit instead of cash back, and a little more of it than the cash would have been.
8. **Remove or reduce an item** (LINE ITEMS): Only on what has not shipped yet. The exact refund is shown before confirming it, back to the card or to store credit, the merchant's setting.
9. **Cancel order** (MONEY OUT): The whole order, refunded in full, with a reason on record if wanted.
10. **Apply a discount** (DISCOUNT): Forgot a code at checkout. If it is on the merchant's allowed list, the customer can still apply it and get the difference back.
11. **Order note & gift message** (CONVENIENCE): A note for the warehouse or a line for the recipient. Not a commercial change, so it works even on orders nothing else can touch.
12. **Download invoice** (CONVENIENCE): The receipt, any time, even after the edit window closes.
13. **Contact support** (CONVENIENCE): One link straight to the merchant, for whatever does not fit the twelve above.

## A row is never a guess: exactly one of four states

- **Live**: the order qualifies and the capability is on. The customer can use it right now.
- **Refused, with the reason**, the order itself will not allow it: a payment plan, a delivery method, an item already picked. The reason is stated, to the customer and the merchant.
- **Done**: already used. The row shows what happened instead of offering it again.
- **Not offered at all**: the merchant turned it off, or it never applied to this order. Nothing renders, and nothing pretends a decision was made.

## Every plan gets all thirteen

Plans differ by how many orders are sent through Tacey each month, never by which of these capabilities is available. Starter and High Volume run the identical product.

## FAQ

### Do all thirteen show up on every order?

Only the ones turned on, and only where the order qualifies. Any capability can be switched off store-wide, or the order decides: some are refused automatically before the customer ever sees them.

### Is this everything Tacey will ever do?

No. Capabilities are added steadily, and each one goes live only once it passes the same safety bar as the thirteen above, never before.

### When they remove an item, where does the refund go?

Back to the original payment method, or to store credit, whichever the merchant set. The customer sees the exact amount before confirming either way.

### Where does my customer actually see these?

On the order-status page Shopify already sends after checkout. No new login, and nothing of Tacey's to install.

### Can I turn any of these off?

Yes, individually, store-wide. Turning one off means it stops appearing, different from a refusal, which still shows with its reason.